Complaints Support Officer

Applefields School; Northallerton; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Local government pension scheme 15.1%

Salary sacrifice schemes

Employee discounts

Travel loans

Health Assured

Job summary

North Yorkshire County Council is seeking a Complaints Support Officer within the Community Development Directorate at County Hall, Northallerton. The role involves logging and coordinating complaints across Planning, Housing, Economic Development, Regeneration, Tourism and Skills, and Culture, Leisure, Arts, Libraries and Sport.

You will work with Complaints Officers to allocate cases, draft acknowledgements and responses, and ensure timescales are met in line with corporate policy, while

Qualifications

• Must possess strong organisational and communication skills.
• Ability to handle sensitive information with confidentiality.
• Experience using IT systems and working to KPIs.

Responsibilities

• Log and coordinate complaints across Community Development services.
• Allocate cases to investigating officers and draft acknowledgements and responses.
• Ensure complaint responses are delivered within agreed timescales and policy.
• Support coordination of MP enquiries and FOI requests.

Job description

Location: Northallerton, North Yorkshire

An exciting opportunity has arisen to join the Community Development Directorate as a Complaints Support Officer. We are seeking a well‑organised, self‑motivated individual to provide high‑quality complaints support across a wide and diverse directorate.

This is a varied and rewarding role, offering the opportunity to develop a broad understanding of multiple service areas and gain valuable insight into the work of one of the country’s leading local authorities.

Working closely with our Complaints Officers, you will support the coordination and management of complaints across Community Development services, including Planning, Housing, Economic Development, Regeneration, Tourism and Skills, and Culture, Leisure, Arts, Libraries and Sport.

Your responsibilities will include logging and coordinating complaints, allocating cases to investigating officers, drafting acknowledgements and responses, and working alongside Complaints Officers and Heads of Service to ensure complaint responses are delivered within agreed timescales and in line with corporate policy.

You will become highly knowledgeable in the Council’s complaints procedures, including both Corporate and Housing Complaints Policies. The role also offers the opportunity to support the coordination of MP enquiries and Freedom of Information (FOI) requests, helping you to further develop your understanding of a wide range of service areas and corporate processes.

The nature of this work requires an empathetic and flexible approach, excellent customer service skills and the ability to handle sensitive information with a high level of confidentiality at all times. You will be confident using a range of IT systems, experienced in working to KPIs and able to demonstrate the ability to manage a varied workload, prioritise effectively and meet tight deadlines. Excellent written and verbal communication skills are essential, as are accuracy and strong attention to detail.

The post is based at County Hall, Northallerton.

What can we offer you?

In addition to your salary, we offer a range of great benefits to help you financially and make life a bit easier.

These include:

• a local government pension scheme with 15.1% employer contribution
• salary sacrifice schemes
• employee discount benefits including shopping, supermarkets, gym discounts and more!
• travel loans
• Health Assured – confidential help and support for your wellbeing

NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.

We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.

North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds